Mövenpick Resort Waverly Phu Quoc 5 stars

I had a good stay at the hotel and my only complaint is that the breakfast buffet wasn't very good. There was a lot of food, but none of the food I tried tasted good (my family also thinks the same). So for that reason, i wasn't entirely satisfied.

Overall good stay. Brand new property with all great hardware. Interacted with the GM and a few managers on site. Very professional & courteous. Enjoyed the Chocolate hour. Kids had good time in the Kids club. One item for the management team to look into is about timely, proactive communication / overall guest experience management. For example, the operator / guest service hot line was not answered a few times during our stay. We had some minor issue with the room on the day of check in (aircon thermostat was malfunctioning which made the room being super cool with no auto cut off). While the hotel did resolve the issue to the satisfaction, there was no proper communication / explanation for about an hour when house keeping / engineering and other teams tried solving the problem.

My family and I stayed for three nights at Movenpick, and the overall experience was pleasing. There was one major issue that effected our whole stay. The air conditioner malfunctioned every night during our visit. We had to relocate rooms and lost a lot of sleep. Luckily the engineer was able to fix the issue before we went to sleep the last night. Not sure why they did not apply that solution the first night. Returning to the positive characteristics, Mr. Trung, assistant front office manager, tended to our issues and took care of us the entire time. He offered himself anytime, even when he was not on duty which was essential since there were times that we called the front desk and room service/restaurant, and nobody would answer. I believe given the one issue we had with the hotel, Mr. Trung compensated fairly. As for the facilities, we enjoyed the rooms, and grounds are very pleasant. I was able to take my daughter to their kids club which was very nice, and they had a schedule of events to keep her entertained. The spa experience was definitely top notch. The food was excellent. We were able to eat there for any of the meals and did not sick of the food. The highlight though is the staff. For instance, we were celebrating my daughter’s birthday, and Mr. Trung and Ms. Mia, guest relations, decorated our room and sent us a cake with toys and resort wear. Due to the air conditioning issues, the staff reached out and offered us an upgraded room and complimentary ride to our next hotel. Seldom do we get that type of treatment, and we hope as a new hotel, they are able to keep the high standards of customer service. Glad to see that the company is taking of their staff because it is visible that they are happy with their jobs and being taken care of. To sum it up, no place is perfect, but this place is clearly striving and is definitely close.  We definitely would return for another visit.

warm welcome, good services and joyful, dedicated staffs and manager. Our family had a great vacation to celebrate mid-autumn and my son 5yo birthday. Thanks the team for their excellent customer services!

the resort is a bit far from city center, good place to relax. the staffs are friendly and professional.